Listening to stakeholders has always been fundamental to UniCredit's business: the Group regularly invests in mutual feedback activities that include all types of stakeholders, systematically collecting and evaluating observations, conducting research activities and responding to stakeholders' opinions and concerns.
We believe that understanding who your business impacts and who impacts your business is the key to long-term value creation. We also believe that knowing which issues are important to our stakeholders is crucial for managing risks and opportunities, and is therefore essential when it comes to making decisions and developing strategies.
Dialogue tools with stakeholders:
|CUSTOMERS||Customer satisfaction assessment
||300,000 clients and prospects interviewed for our customer satisfaction survey|
|Brand reputation assessment|
|Focus group, workshops, seminars
|COLLEAGUES||People Survey of professional engagement||More than 80,000 colleagues answered to the People SurveyA|
|Internal clients' perceptions of headquarters services|
|Group Intranet Portal|
|Department online communities|
|INVESTORS/SHAREHOLDERS||Quarterly webcasts and conference calls to present results||More than 500 meetings and 27 roadshow days with institutional, retail and socially responsible investors|
|One-on-one and group meetings, calls|
|REGULATORS||One-on-one and group meetings, calls||Proactive engagement and contribution to the debate on the regulatory framework|
|COMMUNITIES||Surveys||Around 27,000 clients requests managed via social media|
A. People Survey is a listening initiative carried out by UniCredit since 2003. Since People Survey is not carried out annually, data refers to the edition of 2017. Refer to the 2017 Integrated Report for more information.
UniCredit has periodically carried out materiality analyses since 2010 as result of listening to our stakeholders. This is a thorough approach that identifies critical economic, environmental and social aspects which could have a significant impact on the company's business performance and therefore on long-term value creation.
The matrix below represents the upper-right quadrant of the overall matrix, and results from the ranking of a number of topics based on their relevance (medium or high) expressed by our stakeholders during an intense process of dialogue, as well as UniCredit approach to the same topics, measured in terms of managerial focus and investments (advanced or highly advanced).
UniCredit listens to its stakeholders through selected dialogue tools to assess what is materially important to them. After identifying the critical environmental, social and governance issues (ESG) which arise from stakeholders' listening, we rank them in for importance in order to develop our approach and strategies towards each. The Materiality Matrix is a graphic model of this process, showing which are the bank's material topics. We review our materiality analysis on a yearly basis and the results of the analysis are discussed with our Corporate Governance, Nomination and Sustainability Committee which examines both the methodology and the results in depth.
This year we took an extra step, simplifying the number of material topics, measuring them not only via internal listening tools but also combining external tools analysis (Datamaran platform).
Among these simplified material issues, a few are:
Business Ethics: Our value creation process is founded on robust business ethics. Our approach to banking must be responsible, starting from fairness and respect towards all stakeholders. UniCredit believes that the way in which results are achieved is as important as the actual results.
Positive impact on society: By fostering financial literacy, promoting inclusion and gender equality and conserving natural resources, we help improve the well-being of individuals and protect the environment.
See our Social Impact Banking page for more about our commitment to building a fairer and more inclusive society.
Customer innovation: Serving our customers to the best of our abilities is our number one priority. To achieve this, we rely on highly qualified, committed employees and our ability to work together effectively and create synergies as One Bank, One UniCredit. In the future, we will continue to ensure we only take appropriate risks and remain committed to executing our strategy.